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UnitedHealth Group Customer Service Advocate – National Remote in Roanoke, Virginia ID-11035

You’ll enjoy the flexibility to telecommute* from anywhere within the U.S. as you take on some tough challenges.

At UnitedHealthcare , we’re simplifying the health care experience, creating healthier communities and removing barriers to quality care. The work you do here impacts the lives of millions of people for the better. Come build the health care system of tomorrow, making it more responsive, affordable and equitable. Ready to make a difference? Join us and start doing your life’s best work. 

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SM

Even if you have no prior experience, we have training classes starting soon to help you build the successful career that you want – apply today!

Turn on the news on any night of the week and you’re likely to hear about the changes that are sweeping through our health care system. It’s dramatic. It’s positive. And it’s being led by companies like UnitedHealth Group . Now, you can take advantage of some of the best training and tools in the world to help serve our existing and new customers. You’ll take as many as 50-70 calls per day from customers who have questions about their health benefits. As their advocate, you’ll use your personality and our tools to help them through the health care benefits available to them, including helping them enroll in a new plan. This is no small opportunity.

This position is full-time (40 hours/week) Monday – Friday. Employees must be flexible to work our normal business hours 10:30am – 7:00pm CST. It may be necessary, given business needs, to work occasional overtime and weekends.

We offer 11 weeks of paid training. The hours during training will be 8:00am – 4:30 pm CST Monday through Friday. Training will require high-speed internet access and utilization of your webcam as the training will be conducted remotely. Training will be conducted virtually from your home.

*All Telecommuters will be required to adhere to UnitedHealth Group’s Telecommuter Policy.

Primary Responsibilities:

  • Call Center Environment responding to and resolving member service inquiries on the first call, by identifying the topic and type of assistance the member needs such as benefits, eligibility, prior authorizations, claims, premium payments, billing discrepancies/questions and correspondence.

  • Display empathy, compassion, and a willingness to assist others while actively listening and confidently navigating multi systems across multiple databases while engaging with the caller

  • Guide and educate members about the fundamentals and benefits of consumer-driven health care topics, so they can select the best benefit plan options, maximize the value of their health plan benefits, and choose a quality care provider

  • Contact, schedule, and coordinate with care providers (doctor’s offices and pharmacies) on behalf of the member to assist with appointment scheduling, connections with internal specialists, billing assistance and transportation needs

  • Assist members in navigating UnitedHealth Group websites, encouraging and reassuring members to utilize self-service options

  • Document member responses and call outcomes in the appropriate systems

  • Utilize time and resources effectively to achieve performance targets centered around a positive member experience

  • Participate in continuous learning and training sessions, developing new skillsets

  • Be Coachable and Accountable; open and eager to receiving feedback

  • Effectively communicate in a virtual environment

This role is equally challenging and rewarding. You’ll be called on to research complex issues pertaining to the caller’s health, status and potential plan options. To do this, you’ll need to navigate across multiple databases which requires fluency in computer navigation and toggling while confidently and compassionately engaging with the caller.

You’ll be rewarded and recognized for your performance in an environment that will challenge you and give you clear direction on what it takes to succeed in your role as well as provide development for other roles you may be interested in.

Required Qualifications:

  • High School Diploma / GED OR equivalent work experience

  • 3+ years of customer service experience

  • Experience with Microsoft office products: Microsoft Word (create correspondence), Microsoft Excel (ability to sort, filter, and create simple spreadsheets), Microsoft Outlook (email and calendar management)

  • Must be 18 years of age or older

  • Ability to work our normal business hours 10:30am – 7:00pm CST, Monday – Friday

Preferred Qualifications:

  • Health Care/Insurance environment (familiarity with medical terminology, health plan documents, or benefit plan design)

  • Social work, behavioral health, disease prevention, health promotion and behavior change (working with vulnerable populations)

Telecommuting Requirements:

  • Ability to keep all company sensitive documents secure (if applicable)

  • Required to have a dedicated work area established that is separated from other living areas and provides information privacy.

  • Must live in a location that can receive a UnitedHealth Group approved high-speed internet connection or leverage an existing high-speed internet service.

California, Colorado, Connecticut, Nevada, New Jersey, New York, Washington or Rhode Island Residents Only: The hourly range for California / Colorado / Connecticut / Nevada / New York / New Jersey / Washington / Rhode Island residents is $16.00 – $31.44 per hour. Pay is based on several factors including but not limited to education, work experience, certifications, etc. In addition to your salary, UnitedHealth Group offers benefits such as, a comprehensive benefits package, incentive and recognition programs, equity stock purchase and 401k contribution (all benefits are subject to eligibility requirements). No matter where or when you begin a career with UnitedHealth Group, you’ll find a far-reaching choice of benefits and incentives.

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